topic Re: Day 8 with no service in Broadband

Day 8 with no service

IziPea — Mon, 08 Jan 2024 15:28:54 GMT

After moving house on 25th of August. I placed an order on the 8th of December for super fast 35 fiber broadband.

the engineer came on the 23rd of December and got us hooked up. I asked to upgrade to ultrafast 500 which he said no problem to. We cancelled our 4G contract at this point.

it took a few days to upgrade but this was implemented on the 27th of December.

it worked perfectly until 31st December at 11.30pm when it cut out completely.

After speaking to several people from sky they Eventually have said it's a system mismatch and that they have escalated a customer resolution form to the Appropriate team but I'm now on day 8 of having no broadband or land line service and no timeline as to when this will be resolved or any way to escalate further.

How do I get them to move faster on this? Im at my wits end.

Re: Day 8 with no service

Chrisee — Mon, 08 Jan 2024 15:33:01 GMT

@IziPea it is an unusual fault and it is hard to know what to suggest apart from chasing Sky. Have thry said whether it is an Openreach fault?

Assume you are aware you should be compensated as expkained here Customer Auto-Compensation | Sky Help | Sky.com

Re: Day 8 with no service

IziPea — Mon, 08 Jan 2024 15:37:47 GMT

They've confirmed there is no openreach fault. It's a sky systems mismatch and when this is resolved I should be back up and running. But it's taking SO long. 8 days seems exceptionally excessive to resolve a system fault.

Every time I try to speak to someone they basically tell me I have to wait and they can't speak to the customer relations team to ask what's going on.

it's so annoying. I'm at the point of wanting to cancel and go elsewhere

Re: Day 8 with no service

TimmyBGood — Mon, 08 Jan 2024 15:47:10 GMT

@IziPea wrote:

it's so annoying. I'm at the point of wanting to cancel and go elsewhere

Unfortunately if 'elsewhere' is another ISP on the Openreach network you'd be looking at the usual ten working day timeframe for switching ISP, even if you'd never actually had service from Sky.

Re: Day 8 with no service

IziPea — Mon, 08 Jan 2024 15:50:45 GMT

Thanks for that info.

do you have any idea how to escalate further?